temporary Operations analystTTEC

PROJECT SPECIALIST - Product and Customer Experience
The Product Support Project Specialist is primarily focused on improving operational and technological efficiencies while providing project support for company initiatives. Project Specialists will embrace three core attributes:
Ownership
Innovation
Collaboration
If you are working in a fast-paced environment while striving to develop personal growth, YOU are the candidate we are looking for!
Overall Requirements
Ability to manage, analyze and present large amounts of data.
Utilize all available tools to identify root-cause and collaborate on solutions.
Presentation skills.
Proficiency in:
CARES
MS office products
all GDS used at Priceline (flights only)
Ability to work independently and as part of a team. Self-starter with the ability to work in a fast-paced, deadline-driven environment.
Demonstrated role model in your current position.
Job Responsibilities:
Research & Analysis:
Analyze contacts to identify drivers and trends.
Audit customer contacts (survey responses/phone calls/messages) to diagnose root causes.
Present your data in a professional manner that will support the feedback, suggestions, and insights you have identified to the product teams.
Manage ad hoc requests.
Support initiatives based on current product skillset i.e., ground, flight, and package projects.
Monitoring product performance to ensure the optimal customer experience.
Project Support
Perform QA and testing on product package initiatives based on current skillset.
Support CARES technology team with the CARES UI migration to Kustomer.
Act as a liaison between the agent population and CARES to promote ideas and suggestions to enhance existing workflows as part of the Kustomer migration.
Administrative functions such as meeting notes, creation and management of documentation in Confluence, and ticket management in Jira.
Host call listening sessions to bring the voice of the customer to Priceline.
Manage customer-facing content such as Help Center articles and Email.
Operational Efficiency
Monitor, identify, troubleshoot, and/or escalate issues impacting operational resources i.e CARES, GDS (flights only), PBR (flights only), Queues, Website, etc.
Qualifications:
Minimum 4-year college education in a related field; or 4 years related work/training experience; or 4 years of combined education and experience in a related field.
No less than 2 years with Priceline and 6 months in current role.
Flight Escalation experience preferred or Rate Desk.
QA scores at or above 90% for the last consecutive 3 months.
No disciplinary action or performance issues documented in the last year
Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.
TTEC

Rizal Pampanga
Temporary
Full-time